Salesforce Click to Dial costs $50 more. Here are your options

May 10, 2026
Salesforce Click to Dial costs $50 more. Here are your options

Salesforce charges $50 more for Partner Telephony

Many call centers use agent webphones or CTI Connectors inside Salesforce pages to connect to their own on-premises or Cloud contact centers. Salesforce discontinues the legacy integration and charges extra $50 when you are using partner telephony inside Salesforce. Here are four user groups and their options after this change;

Cisco Finesse users with third-party CTI connectors

There are two types of Cisco Finesse users;

  • Comstice Salesforce Webphone (Built-in VoIP, no Cisco Phone Needed, Supervisor features, real-time stats, real-time AI Agent Assist, Real-Time Sentiment Analysis)
  • Third-party CTI Connectors (Cisco Phone Needed)

Either case, their cost will increase from 30-40 USD to 80-90 USD per agent per month, on top of any other Salesforce plan they have for all the named agents. Here are the options:

  • Do nothing: $50 extra per agent per month for the named agents: This stretches your business case about return on investment of screen-pops. You may look for the options that offer more features for the same investment.
  • Move your call center to another CRM Solution: You can do hybrid (call center in another CRM and the rest of the business still on Salesforce). Here is an article about how that model works.
  • Move to Comstice Webphone for Salesforce: You will get more features for the same investment; avoid Jabber installations using built-in VoIP, supervisor features, SMS Messaging, Whatsapp support, Real-Time AI Agent Assist, Real-Time Sentiment Analysis, Outbound Engagement with Campaigns.
  • Move to Comstice Orbit: Cloud Contact Center that you can also run on-premises; Orbit has built-in CRM. Click here to learn more.

Avaya AXP users with Avaya Webphone

Avaya call center agents may have legacy CT Suite plugin which is now discontinued, Avaya AXP which is restricted to the US only and other restrictions and risks. Comstice Salesforce Webphone integrates with Avaya AES DMCC and TSAPI and offers more features;

  • Do nothing: $50 extra per agent per month for the named agents: This stretches your business case about return on investment of screen-pops. You may look for the options that offer more features for the same investment.
  • Move your call center to another CRM Solution: You can do hybrid (call center in another CRM and the rest of the business still on Salesforce). Here is an article about how that model works.
  • Move to Comstice Webphone for Salesforce: You will get more features for the same investment; avoid any softphone installations using built-in VoIP, supervisor features, SMS Messaging, Whatsapp support, Real-Time AI Agent Assist, Real-Time Sentiment Analysis, Outbound Engagement with Campaigns.
  • Move to Comstice Orbit: Cloud Contact Center that you can also run on-premises; Orbit has built-in CRM. Click here to learn more.

Cloud Contact centers with per seat per month payment model

Cloud call centers usually do not offer any CRM features or the CRM setup is very basic and not easily customizable. Here are some options, if you are in a cloud call center service;

  • Do nothing: $50 extra per agent per month for the named agents: This stretches your business case about return on investment of screen-pops. You may look for the options that offer more features for the same investment.
  • Move your call center to another CRM Solution: You can do hybrid (call center in another CRM and the rest of the business still on Salesforce). Here is an article about how that model works.
  • Move to Comstice Orbit: Cloud Contact Center with all the missing features included such as; SMS Messaging, Whatsapp support, Real-Time AI Agent Assist, Real-Time Sentiment Analysis, Outbound Engagement with Campaigns. Orbit also has built-in CRM that can be customised for your business needs. Click here to learn more.

Amazon Connect Users

Around 60% of the Amazon Connect users were using Amazon Connect inside Salesforce. That option is no longer available. There are three packages; 38 minutes per day is included for $75/month, 100 minutes per day included for $125/month and 4 hrs 10 minutes per day included for $200/month. This ends Amazon Connect's position as the "budget option" in the market and probably a big blow to your business case.

  • Do nothing: Realistically, you will pay $200 per agent per month for a full time agent. That is probably invalidate your business case. You may need to move to cloud solutions that include a CRM setup comparable to Salesforce.
  • Move your call center to another CRM Solution: You can do hybrid (call center in another CRM and the rest of the business still on Salesforce). Here is an article about how that model works.
  • Move to Comstice Orbit: Cloud Contact Center with all the missing features included such as; SMS Messaging, Whatsapp support, Real-Time AI Agent Assist, Real-Time Sentiment Analysis, Outbound Engagement with Campaigns. Orbit also has built-in CRM that can be customised for your business needs. Click here to learn more.

Conclusion

Many technology companies will tighten the belt due to investor pressure and market conditions. Your service quality may be affected due to this market turmoil. The best option is to have the flexibility to run a solution in the cloud as well as on your network, if you prefer. Comstice Orbit is the cloud contact center solution that you can also run on your network, if you prefer. Click here to learn more and request callback.

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